Create custom reports for forecasting contact center staffing needs.
Reporting and analytics tools for dialer software are popularly used to optimize sales and marketing efforts. However, using analytics tools with custom reporting features can help predict future staffing needs and produce correct forecasting for contact center staffing needs.
Analyze Previous Trends – Seasonally.
Use months, weeks and even years of seasonal historic data to correctly understand trends in the most productive staffing numbers against incoming or, outbound caller traffic. Identifying trends within predictable season cycles or, product campaigns can help contact centers more accurately staff for upcoming call center needs.
Create Custom Reports
It is possible to create highly detailed, customized reports that offer 5,000ft views and even specific hour by hour operational details. Utilizing custom reports and analytics that are already built-in to My Call Cloud contact center software, can optimize agents and reduce overhead costs by more than 20%.
Accurately Forecast Contact Center Staffing Needs
Whether it be by the campaign, or, predictable seasonal cycles, forecasting staffing reports should be generated on a repeatable basis.
Use custom reports to review staff productivity during peak periods. Some questions you can ask yourself and operations:
Are staff optimizing calling methods?
Is the campaign adequately staffed?
During peak periods are agents needed at more accurate times of the day?
Should additional inbound or, outbound dialing methods be implemented to compensate for traffic fluxes?
How effective are current dialing and inbound methods against sales and marketing goals?